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FUNDAMENTALS IN FOOD

SERVICE OPERATIONS
OVERVIEW OF THE RESTAURANT ORGANIZATIONS

• Hospitality is probably the most diverse but specialized


industry in the world.

• It is certainly one of the largest, employing millions of people


in a bewildering array of jobs around the globe.

- Variety of opportunities is endless


Mounsieur Boulanger (MISHOU BOLANJCHU )

• The father of the modern restaurant


he who sold soups at his all-night tavern on the Rue Bailleul. (RUI VAYOL)
• He called these soups “SOUP RESTORANTES RESDSHURAN) or LE
(

RESTAURANT DIVIN” (LU RESDSHURAN DIVIN) meaning (restoratives) which is


the origin of the word restaurant.
• Restaurer (RESJYURI ) is a French word means “to restore”. It appeared in 16th
century meaning “a food that restores”
• In 1767 he challenged the TRAITEURS (TRIATURS) monopoly by creating a
soup of sheep’s feet in a white sauce.
• Le Champ d’Oiseau where he prepared succulent foods and well
(LU CHAMP DWAZOU)

prepared dishes for hungry patrons


• 1782- the Grand Tavern de Londres –(GRONT TAVERN/TAYVERN DU

a true restaurant
LOND’) .

• 1826- Union Oyster House in Boston (american)

• The Sobrino de Botin in Madrid, Spain is


the oldest restaurant in existence today.
It was opened in 1725.
Notable Restaurants in the Phillipines
• Tony Tan Caktiong – owner of Jollibee in 1975 but before
that an owner of Magnolia Ice Cream Parlor from
Bangkerohan Davao City
- More than 1,665 worldwide stores with a total sales of more
than US$1Billion.
- With its success the company bought out other competitors in
the fast food business in the Philippines like Chowking,
Greenwich Pizza, Red Ribbon, and Manong Pepe’s
• 1999 – Congo Grill – owned by Kenneth Sytin and his brothers. In a
month they have at least 13,000 customers and was dubbed “ the
fastest growing grill in town”
• Maximo Gimenez – a Stanford University educated teacher – a few
came to his nearby house for a drink or two, until they insisted that
they pay their drinks and that’s how it started of what Max’s
Restaurant today.
• 1997 Valentines Day – Gerry’s Grill was opened owned by Gerry
Apolinario. He enjoyed eating with friends and relatives and dreamed
that someday he will own a restaurant. Their best seller is “sisig”.
They have branches all over Luzon, Visayas, and Mindanao.

• 1991- Dencio’s – owned by Dennis Nakpil and Dennis Mariano Jr. .


Their principle was “bringing the BARRIO into the Metropolis”.
Dencio is the Philippine variant of Dennis, the name of two founders.
Lesson 2. Classification of food and beverage
service facilities
1. Primary Catering Facilities – these type of establishments are
primarily concerned with the provision of food and beverage
services and its main purpose for existence is to offer food and
beverage.
2 Types of Primary Catering Facilities
a. Hotels – its main purpose is to provide accommodation but there’s
a need for the provision of food and beverage to guests.
b. Restaurants – this establishment is devoted to
serving only food and beverage although other
concepts have also been introduced in the business
itself.
1. Coffee shop – they offer coffee, snacks, and
other light meals.
2. fast food restaurants – also called quick
service restaurants, it caters to people on the go (or
working) requiring fast, economical and portable
foods.
3. casual dining restaurants – also called bistros, appearance and atmosphere
provide an environment for casual dining where foods are served with waited
table service.
4. Bars and Pubs – these establishments are geared to provide service of all
types of alcohol with an emphasis on draught beer and good music.
5. fine dining restaurants – this type of establishment require highly skilled
employees for the superb service they offer, gearing up on ambiance service
and excellent food service.
On premise catering happens when your kitchen is within the venue where an
event is held. The food is prepared on site and served there as well.
Outdoor catering – also called off-premise catering, this means catering to a large number of people at a venue of their
choice, usually not within the establishment’s premises.

2. Secondary catering facilities – the provision of food and beverages is part of another business , so basically this is an
allied or support system of the business itself

Types of Secondary Catering facilities


1. Club catering – this refers to the provision of food and beverages to a restricted clientele (club
members)
2. Transport catering – refers to the provision of food and beverages to passengers before, during and
after a journey on different transport vehicles
a. Airline catering – caters to airline passengers on flight
b. railway catering - caters to railway passengers on train
c. Ship catering – caters to passengers travelling on sea
d. Surface catering – caters to passengers travelling by surface transport such as buses and private vehicles.
3. Welfare catering – provision of food and
beverages to people to fulfil a social need,
determined by a recognized authority
4. Industrial catering – provision of food and
beverages to people at work, in industries and
factories at highly subsidized rates
5. Leisure-linked catering – provision of food and
Beverages to people engaged in leisure.
Lesson 3. Supervision and Organizational Hierarchy for Restaurant Operations
The restaurant operates with different positions
1. Food and beverage manager – is responsible for the success of the food and beverage operations.
- Compile the menus to make sure that the required profit margins are achieved, purchasing food and beverage items and staff
recruitment and training.
- He/she ensures that the quality is in relation to the price paid is maintained
2. Restaurant manager – responsible for the overall organization of the administration of food and beverage service areas.
- Must coordinate with a variety of activities, whatever the size or type of the outlet.
- Responsible for the business performance of their restaurant, as well as maintaining high standards of food, service, and
health and safety.
3
. Head waiter/Supervisor – responsible for all the service staff in the
restaurant and for seeing that all the preparation, service and clearing
is efficiently carried out.
- he/she may be responsible for taking reservations and for treating
and seating guests.
- He/she controls that each crew member handles working material
and equipment carefully and gives instructions whenever necessary.
4. Station/Captain waiter – responsible for the service of the station or
group of tables
- he/she takes the orders and carries out the service table of the
station
- assisted in large establishment by less experienced and less
knowledgeable staff
5. Waiter – perform the duties such as plates service of dishes and
the service of sauces.
6. commis/trainee – the assistant of the waiter in serving the guest
also in fetching and carrying items as required
7. Wine waiter – responsible for the service of all alcoholic drinks
to the tables, and must have a thorough knowledge of the wines to
offer to guests.
8. Receptionist – responsible to welcome and great the customer at
the entrance and escorts them to their table
9. Bartender – prepares/services beverages according to prescribed
standards
10. Barista – responsible for the service of coffee.
3 members of the service team in Classical Service
1. Busser – responsible for the following:
a. Set up the station
b. Water, tea and coffee service
c. Bread and butter service
d. Clearing of soiled dishes, glassware
and flatware from the tables
e. Resetting the tables.
Duties and responsibilities
1. Clean, wipe and stock the side stand before service with all supplies needed by the team during service.
2. Steam, clean and wipe silverware for the team
3. Arrange the tables in a proper position in station, arrange chairs in proper position and 24 inches from the edge of
the tables
4. Ensure the prompt, courteous service of all guests
5. Serve ice water to guests on request
6. Refill low or empty water glasses automatically without the guest request
7. Bus dirty tables, using the right hand and stacking the dishes on the
left hand
8. Clear and reset tables as guest leaves
9. Crumb tables as required between tables.
2. Server – are sales representatives, responsible for the complete
service of food and beverage, clearing to all guest needs.
Their job consists of 3 major aspects:
a. Represent the operation to the public
b. Sell food and beverages and a pleasant dining experience to the
guests
c. Deliver what they promised (service skills)
Duties and responsibilities

1. Serve and clear food and beverages quietly and professionally in a timely manner, and using proper serving and clearing
techniques.
2. Ensure the setting of proper silverware before the arrival of the food item.
3. Enter food orders into the electronic point of sale terminal and communicate special orders in person to the kitchen
4. Obtain drinks (front server) and food (back server), assisting other members of the team
5. Maintain good grooming and personal hygiene
6. communicate, cooperate, and coordinate actions with the team
members and all other members of the front and back of the house to
ensure professional customer service
7. Check for personal supplies:
- Corkscrew
- Retractable ballpoint pens
- Table crumber
- Note pad
- Dupe pad
3. Captain – leader of the team, ensuring that the guests receive proper
service, enjoy their meal and want to return.
Duties and Responsibilities
1. The captain must be personable, be a people person, and be able to
“read guests minds” – being at the table before they even wave their hands
to get attention.
2. The captain must know the menu in detail – the ingredients preparation,
sauces, and garnishes so as to answer all questions and sell the food better
to guests.
3. The suggestive selling of items such as specials, wines, liquors, and
desserts is a prime responsibility of the captain, increasing both the
average checks and tips.
4. Ensure an orderly and staggered seating of the stations so the team can
properly serve all customers
Lesson 4. attributes of food and beverage service personnel

Professionalism is a quality that is projected in terms of:


1. Physical projection – appearance, poise, posture and body language.
Things to do:
- Greet the guest by the hour of the day
- Smile
- Be polite
- Be courteous
- be friendly
2. Verbal projection – quality of speech, diplomacy and tact in the
words and expression used, including tone, volume and non-verbal
projections
Things to do:
- Speak with clarity
- Maintain conversational tone and volume
- Observe right speed not too fast and not too slow
- Make it a habit to use the magic words like “may I”, “do you mind”,
“please”, “my apology”
- be honest and accurate in giving information. Do not bluff
3. Conduct and behavior – practice of basic courtesy,
tolerance for difficult guests and customers, compliance
to service standards.
SPECIFICALLY A WAITER/FOOD SERVER
SHOULD CONSIDER THE FOLLOWING:
1. DRESS
2. GROOMING
3. PERSONAL HYGIENE
4. ETIQUETTE
5. CUSTOMER SATISFACTION
In the dining room chairs
Unpleasant habits - Staring look
- Yawning - Chewing gum
- Grouping - Demand for tip
- Mannerisms like nail biting, - Counting tip in front of the
cross arms, and lip biting customers
- Using sign language with - Bluffing customers
unwanted facial expressions - Reading newspapers and
- Shouting, giggling and horse magazines
playing - Use of rude and insulting
- Daydreaming language
- Putting hands on pockets - Leaving one’s station longer
- Leaning on walls, tables and than necessary
Lesson 5. Hygiene, safety and sanitation in the restaurant
Hygiene – means practices that promote personal cleanliness and good health.
Grooming – means the process of making your appearance neat and
attractive.
Hygiene& Grooming

1. Proper food handling


2. Waste disposal
3. cleanliness, orderliness, and health of workers in the food service.
4. Uniform or clothes of the workers
5. Personal hygiene of the staff